What to do if Couriers are not arriving on time

What to Do If the Courier Is Not Arriving on Time

If you’re experiencing delays with the courier and your order has not been collected on time, follow the steps below to resolve the issue quickly.

Step 1: Verify the Pickup Details

Before reaching out, ensure the following:

• Confirm Pickup Time: Make sure the scheduled pickup time has passed.
• Check Order Status: Ensure the order is in Pending Handover status in the portal, indicating that it is ready for collection.

Step 2: Contact Marketplace Operations

If the courier has not arrived on time, contact Makro Marketplace Operations immediately. Please send an email to FBS.Outbound@makro.co.za.

When reaching out, make sure to include the following details:

• Order ID: The specific order number that has not been collected.
• Scheduled Pickup Date: The date the courier was supposed to arrive.
• Issue Description: Briefly describe the issue, including any relevant information on the delay.

Step 3: Wait for Resolution

Once you have contacted Marketplace Operations, the team will work with the courier service to resolve the issue. They will provide you with an update and help ensure the collection is arranged.

Important

Do not self ship any orders to the customer. If you do, the order will not be tracked on the system and this will impact your ability to be paid for the order. Always work through the Outbound operations team (FBS.Outbound@makro.co.za)